# Adjustments for Meter and Billing Errors

- **operation:** document
- **citation:** 4 CCR 723-4 Rule 4402
- **title:** Adjustments for Meter and Billing Errors
- **source type:** regulation
- **agency:** Colorado Public Utilities Commission
- **status:** current
- **official:** true
- **published on:** Not available
- **effective on:** Not available
- **summary:** (a) A utility shall adjust a customer's bill(s) for gas incorrectly metered or billed as follows. (I) When, upon any meter accuracy test, a meter is found to be running slow in excess of error tolerance levels allowed under rule 4302, the utility may charge for one-half of the under-billed amount fo
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- **app url:** https://regulus.evalyn.ai/document/co-ccr-4-723-4-4402
- **source url:** https://www.sos.state.co.us/CCR/DisplayRule.do?action=ruleinfo&ruleId=2260&deptID=18&agencyID=96&deptName=Department%20of%20Regulatory%20Agencies&agencyName=Public%20Utilities%20Commission&seriesNum=4%20CCR%20723-4
**body:**

(a) A utility shall adjust a customer’s bill(s) for gas incorrectly metered or billed as
follows.
(I) When, upon any meter accuracy test, a meter is found to be running slow
in excess of error tolerance levels allowed under rule 4302, the utility may
charge for one-half of the under-billed amount for the period dating from
the discovery of the meter error back to the previous meter test, with such
period not to exceed six months.

(II) When, upon any meter accuracy test, a meter is found to be running fast
in excess of error tolerance levels allowed under rule 4302, the utility shall
refund one-half of the excess charge for the period dating from the
discovery of the meter error back to the previous meter test, with such
period not to exceed two years.
(III) When a meter does not register, registers intermittently, or partially
registers for any period, the utility may estimate, using the method stated
in its tariff, a charge for the gas used based on amounts metered to the
customer over a similar period in previous years. The period for which the
utility charges the estimated amount shall not exceed six months.
(IV) In the event of under-billings not provided for in subparagraph (a)(I) or (III)
of this rule (such as, but not limited to, an incorrect multiplier, an incorrect
register, or a billing error), the utility may charge for the period during
which the under-billing occurred, with such period not to exceed six
months.
(V) In the event of over-billings not provided for in subparagraph (a)(II) of this
rule, the utility shall refund for the period during which the over-billing
occurred, with such period not to exceed two years.
(b) The periods set out in paragraph (a) of this rule shall commence on the earliest
date on which either the customer notifies the utility or the utility notifies the
customer of a meter or billing error, the customer informs the utility of a billing or
metering error, or a dispute based on a billing or metering error, or the customer
submits an informal complaint to the Consumer Assistance Unit of the
Commission. http://www.colorado.gov/pacific/dora/file-consumer-complaint.
(c) In the event of an over-billing, the customer may elect to receive the refund as a
credit to future billings or as a one-time payment. If the customer elects a one-
time payment, the utility shall make the refund within 30 days. Such over-billings
shall not be subject to interest.
(d) In the event of under-billing, the customer shall be eligible and may elect to enter
into a payment arrangement on the under-billed amount. The payment
arrangement shall be equal in length to the length of time during which the under-
billing occurred. Such under-billings shall not be subject to interest.
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